Technical Support Specialist (Hybrid)

CameraMatics; Tees Valley; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Collaborative team culture

Growth with scaling business

Hybrid working: 4 days in office, 1 in

Job summary

CameraMatics is seeking a Technical Support Specialist in the UK to be the first point of contact for customers, guiding them through technical challenges and ensuring satisfaction. You will troubleshoot issues, provide timely solutions, and contribute to the customer experience with our SaaS products.

You will deliver excellent support via phone, email, and chat, document issues in the ticketing system, and collaborate with Engineering and Customer Success to resolve complex problems.

Qualifications

• 2+ years in a technical support role for software.
• Strong problem-solving and communication skills.
• Understanding of computer systems and networking.
• Ability to explain technical concepts to non-technical users.
• Willingness to work shift-based scheduling.

Responsibilities

• Deliver first-line technical support via phone, email, and channels.
• Diagnose and resolve issues for Cameramatics products.
• Document interactions and resolutions in the ticketing system.
• Collaborate with Engineering, Product, and Customer Success.
• Escalate unresolved cases appropriately.
• Identify recurring issues and provide feedback.
• Contribute to technical docs and knowledge base.
• Support a global customer base with shift rota.
• Own issues from contact to resolution and updates.
• Stay up to date with product features.

Skills

Technical support

Customer communication

Remote troubleshooting

Networking basics

Education

Degree in Computer Science / IT

Tools

Diagnostic tools

Remote support tools

Job description

We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter

.
As an award-winning SaaS company in a high-growth phase, we’re scaling fast and expanding into new markets worldwide. Our technology gives fleet operators real-time visibility, reduces risk, improves efficiency, and helps set new safety standards across the industr

y.

.
Join a global, ambitious team and be part of what's ne

xt! The

Role
As a Technical Support Specialist at CameraMatics, you will be the first point of contact for our customers, guiding them through technical challenges and ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers' experience with our prod

What You

• 'll Do
  Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused expe
• rience.Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troublesh
• ooting.Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge s
• haring.Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue reso
• lution.Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to reso
• lution.Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer expe
• rience.Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge s
• haring.Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer
• needs.Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support j
• ourney.Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer s

Support.

What we’re looking for

• 2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology env
• ironment.A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting. A degree in Computer Science, Information Technology, or a related field is welcome but not e
• ssential.Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues eff
• ectively.Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical a
• udiences.A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right s
• olutions.The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving env
• ironment.Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard

of work.

Why Join Cam

• aaS companyCollaborative team culture, fast moving & focused
• on qualityOpportunity to grow with a scali
• ng businessHybrid working: 4 days in office, 1 day wor